Patent · US Active

Method and system for mapping caller information to call center agent transactions

US8165281B2 · kind B2 · utility

13Cited by

103References

25Claims

0Family size

Assignee

AT&T Intellectual Property I, L.P. · US

Inventors

Kurt M. Joseph · Austin, US
Theodore Pasquale · Austin, US
Benjamin Knott · Beavercreek, US
Robert R. Bushey · Cedar Park, US

Key dates

Filing date	Jul 28, 2004
Grant date	Apr 24, 2012
Priority date	—
Expiry date	Jul 11, 2029

Classification

Technology area (CPC H)Electricity
CPC primaryH04M2203/2011
WIPO fieldTelecommunications
WIPO sectorElectrical engineering

Abstract

A system and method of processing a call at a call center is provided. In a particular embodiment, the method includes receiving the call at the call center, receiving an indication element associated with a call center transaction, retrieving call center transaction data based on the indication element, and generating a sequence of pre-populated call center agent terminal transaction processing screens based on at least a portion of the call center transaction data. In a particular embodiment, a set of prioritized transactions based on likelihood of matching a customer request is disclosed.

Source: USPTO / EPO open patent data. Objective bibliographic and citation counts.